Full-Time Customer Support Specialist
Holepunch is hiring a remote Full-Time Customer Support Specialist. The career level for this job opening is Experienced and is accepting UK, Poland based applicants remotely. Read complete job description before applying.
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Customer Support at Holepunch
About Holepunch
At Holepunch, we are developing innovative software that redefines the internet's architecture to empower users and protect privacy. Our P2P platform, Pear, eliminates traditional servers, enabling users to control their data. We use Node.js technology for robust peer-to-peer connections and data replication.
About the Role
We are seeking an experienced Customer Support to join our team. In this 100% remote role, you'll engage with our community, process bug reports and feature requests, and help us improve our platform.
Required Qualifications
- At least 5 years of prior experience in Customer Support
Preferred Qualifications (but not required)
- Experience in community management
- Experience in SaaS with technical support
- Excellent written and verbal communication skills
- Experience organizing support flows
- Technical aptitude in networking or encryption
Responsibilities
- Community Engagement: Monitor and manage community channels, engage with users, answer questions, promote the platform, address negative feedback and manage conflicts.
- Technical Support: Handle bug and error reports, provide initial support and troubleshooting for common issues, document issues accurately, escalate to appropriate teams, and follow up on reports for resolution.
- Organization: Set up and maintain support processes, including ticketing and bug tracking systems, and keep the support center up-to-date.
- Collaboration: Work closely with other teams to ensure community needs are met.